What exactly are tasks?

Tasks refer to any call or SMS conversations you will have with a customer.

All your Reserved and Assigned tasks are displayed in the Tasks List on the left side of the Agent Desktop until you either wrap/disposition the assigned task, or cancel/reject the reserved task.

Tasks List

Each task includes either the name of the customer (if known) or their phone number (if name is unknown), and the type of task.

Task Types include:

• Incoming Calls - Live calls from customers actively calling in.

• Outbound Calls - Campaign created calls based on customer actions as identified by that customer's journey.

• Manual Outbound Calls - Task created when you place a manual outbound call from the dial pad or a customer's activity feed.

• ASAP Callbacks - Another type of outbound call task that is created when a contact places an inbound call during busy times and opts for a callback instead of waiting on hold, calls outside of business hours and requests a callback, or calls outside of business hours and does not hang up.

• Scheduled Callbacks - The last type of basic outbound call task, these are created when an agent schedules a callback for a particular customer themselves. When the scheduled time arrives, the task will show in the Tasks list for the assigned agent.

• Transfer Calls - Inbound call tasks created from a transfer by another agent.

• Inbound SMS - An SMS conversations initiated by a customer in response to a journey related SMS, marketing blast, or general inbound communication for an agent to respond to.

• Outbound SMS - A manual SMS task initiated by an agent.